Fix email problems
Mail to your support address never arrives, a reply will not send, or a sender looks wrong.
Updated Oct 14, 20261 minute read
| Symptom or message | Cause | Fix |
|---|---|---|
| Mail to the support address never arrives | Email support was off. Mail that arrives while it is off is discarded | Turn it on under Channels → Email. Ask the sender to write again |
| Forwarded mail never arrives | Mail with Auto-Submitted other than no, or Precedence of bulk, junk or list, is dropped. Group and list forwarders can add these | Forward from a mailbox to the exact support address |
| That address already belongs to another organization. Change your slug and try again. | Another organization holds the address this slug gives | Change the slug on Settings → General, then turn email on |
| Email support is unavailable. Contact Median support. | Email is not available on this deployment | Contact Median support |
| A reply on an email conversation will not send, with "Available on Standard and Pro." | Explore plan. Notes still work | Upgrade |
| The reply could not be emailed, followed by a reason | The send failed, for example because the organization is out of credits | Fix the cause, then send the reply again |
| A message is not tied to the customer's signed in account | The mail failed sender checks, so Median could not prove who sent it | Expected. See Sender verification |
Setup is in Set up email support.